Complaints

This profile includes complaints for S. Dilawri Automotive Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  S. Dilawri Automotive Group

  2575 Bank Street Gloucester, ON K1T 1M8

• 

  S. Dilawri Automotive Group

  2559 Bank Street Ottawa, ON K1T 1M8

• 

  S. Dilawri Automotive Group

  2565 Bank Street Gloucester, ON K1T 1M8

• 

  S. Dilawri Automotive Group

  2818 Bank Street Gloucester, ON K1T 1N3

• 

  S. Dilawri Automotive Group

  1485 Youville Drive Ottawa, ON K1C 4R1

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Never, ever go here. They will sell to you with a smile, then s**** you later if you need help. Avoid at all costs.Spent 60k on a new car, purchasing "5 Star" extra warranty protection. Was told "you will not have to pay for anything if anything goes wrong."Check engine light came on in month 3 of ownership. ****************** ran diagnostic, couldn't find anything, but it "could be bad gas" Then they want me to pay them $$$ (?!).Kicker: I drove off the lot, the light immediately came back on. They said come in again since "they really want to help." I asked if I would be charged again and was told "if we cannot find any broken parts, we will have to charge you." I am stuck with a new vehicle with a check engine light that I have to pay to repair. What a joke.UPDATE: July 12. *** on **** club replied to my complaint, telling me to contact them so they could resolve my issue. I did contact the email they provided, but nobody replied. We did manage to contact them on the phone.They have only made it worse since. It was the catalytic converter, which they replaced. But, in replacing the catalytic converter, they apparently broke something else because the moment I drove it off the lot to check engine came back on. When I call the dealership back, they told me they would get it handled right away. But all Ive heard it are crickets. I was told I had to speak with the service manager, but when I emailed her to say the issue is not resolved, I dont know why you think it is and Im anxiously awaiting your call, she called me back very upset telling me I was rude for emailing her. At some point, she gave me an ultimatum of sorts.I called another dealership in ****** and they are going to repair the problem, they also informed me that they get so many service request from people who just cant with *** on **** club service department.There are other options out there - do yourself a favour and avoid *** on Huntclub at all costs.

• Initial Complaint

  Date:12/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please see attached letter regarding history and what transpired. Also additional documets supporting my claim. Looking for repaid and partial refund based on high cost and incurring costs. Vehiclemhas only 44,000 km on it.
  
  Repair and Partial Refund

  Customer Answer

  Date: 23/07/2024

  I purchased a vehicle, *** **** from Dilawari Barrhaven *****.  The vehicle was in the showroom at the time of purchase.  The vehicle was outfitted with a wheel lift package already added on and was sold with an additional cost of $8995.00.  After much discussion and assurance by General 
  Manager Mike and Sales Rep Jason (both no longer employed) the vehicle would have no safety issues with the outfitted rims and tires.
  
  
  Shortly after the vehicle was brought to service to have the tire liners adjusted to limit the tires rubbing.  This was not advised the noise would get significantly worse, the more I drove. 
  
  
  The vehicle was again brought to Service to have a tire replaced.  Service advised I would receive a call when complete but assured it would be done.  Not only did they not call but forgot to send a vehicle to pick me up.  My children were at extracurricular activities and I was without a car.  I called to speak with someone and was told Service was closed and she hung up.  I again called and was put to voice mail as I tried to explain the urgency of the situation.  She proceeded to hang up on me again.   Fortunately, my neighbour was home to take me to the dealership.  My vehicle was outside with the replaced however half the required air.  I was able to speak with Service Manager Shane, who was in fact still there.  He handed me the bill that included an oil change that was not required or requested.  After paying for the tire, I proceeded to tell him what transpired and my frustration.  Clearly not interested he said “what do you want me to do”.  At the very least apologize to the CONSUMER.  He waived the oil change fee which I explained wasn’t requested or needed.  I expressed my displeasure with the service and was provided with excuse “well were short people.”  I also pointed out the rubbing noise again from the inner tire liner.  He clearly didn't care.  It was clear he was overwhelmed in his position.
  
  
  I decided not to return to Dilwari with any future servicing needs.
  
  
  During the past year the truck has been serviced for the liner (specifically right side) on several occasions.  To the point where it was replaced.  It's since lost all hardware to keep it in place.  It's held together with a zip tie.
  
  
  The truck has only 40,000 km on it (currently).  It was recently serviced for a regular tire rotation and oil change where the issue with the wheel set up was pointed out.  Two studs snapped off from both rear tires.  The vehicle was again taken to a ***** ******** dealership to have the studs replaced.  During which another stud broke off.  
  
  
  A few days after this repair, the truck started to make noise from rear while breaking.  This time a colleague referred me to personal friend and owner of another ***** Dealership to have it serviced and to evaluate the situation.  Both locations will remain anonymous.  
  
  
  I received a call from the Service Manager who confirmed there was a bigger issue that has caused a safety concern.  Upon inspection, removing the rear left tire another stud broke off.  He took pictures and provided detailed description of the issue.  He also said to prevent any further studs from snapping they won't remove any more tires.
  
  
  In short, the tire package that was on the vehicle at the time of purchase was not installed correctly and should never have been installed on the truck, let alone sold this way.  The set up has caused the studs to have additional pressure and have since damaged the rims.  Pictures attached.
  
  
  Both Service Manager and Owner advised to speak with a manager (where the vehicle was purchased) to have to matter rectified.  It was also advised not to drive the vehicle for long distances, for obvious reasons.  Both again, expressed their concern that the vehicle was allowed to be sold this way.
  
  
  This brings me to the unpleasant and extremely unprofessional encounter with your staff today.  In the presence of a close friend, we proceeded to speak with a Sales Rep regarding the situation.  General Manager was not present; however, I was assured the matter would be brought to his attention.  After the notes and pictures were copied, I noticed Service Manager Shane.  After providing him the details he proceeded with this is a Sales issue whom we don't speak with.  That being said after several moments and denying he knew the vehicle or me he finally engaged in a conversation.  Noting he didn’t at any point attempt to exchange any sort of greeting.  Clearly not interested in a resolution.  My friend explained the situation and the safety concern to which he again said to speak with a manager.  After a brief discussion about resolution, possibly returning the vehicle to original stock and have a partial return on the $8995.00 we asked who made decisions while the Sales Manager was away.  He replied Joseph *****, the Used Car Manager.  We also asked about a rental.  I have been to Orillia attending to a parent who was recently in the hospital and may again have to travel there soon.  Shane clearly didn't care and deflected the question to Joseph.  
  
  
  Jospeh proceeded to where we were and advised he heard the conversation from the beginning.  Odd considering he never once came over to introduce himself, shake are hands and have a discussion.  He was rude arrogant and unprofessional.  It was clear he wanted a confrontation and offered no solution.  He at one point, after being asked why the attitude, proceeded in face of my friend who was trying to explain the issue.  He wanted no part and would take no responsibility on behave of the dealership.  He escalated the conversation by being aggressive throwing unwarranted accusations.  Unfortunately it got to the point we left angry, and without a resolution.  A heated unpleasant interaction.
  
  
  A staff member who was pervy to the conversation, openly expressed their displeasure, regarding the matter.  Stating “I would be pissed if I was you”.
  
  
  I am dumb founded that  Shane and  Joseph are allowed to interact with consumers.  They lack professionalism and integrity.  Deflecting any issue brought to their attention.  Jospeh was clearly attempting to provoke us into a fight. 
  
  
  Being a safety concern with zero accountability, this matter has been brought to your attention.  Not to mention the repaired studs and service has been out of pocket.
  
  
  After speaking with the other ***** Owner, it was advised to write you directly.   He expressed  his disappointment with the behaviour and lack of accountability provided.  Again, making note the vehicle was already equipped with the wheel package by your dealership, at the time of purchase.  Representing all ***** Dealerships in a professional consumer friendly manner is a priority.  
  
  I'm disappointed the matter has escalated to this . I refuse to be treated in this manner or taken advantage of.  Safety and accountability should be a priority for anyone selling or repairing a vehicle.  
  

  I am out over $9000 from paying for the addition and repairs.  Zero response from Barrhaven Dilwari *****.  To the point the vehicle has been traded as it was longer safe.  Im seeking some compensation and an apology for their behaviour.

  
  
  At your earliest convenience please review.

  
  

• Initial Complaint

  Date:08/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, October 5th, 2023, my car's engine seized on the way to ****************, **. Engine replacement was covered by Hyundai Canada and so was towing from **************** to the Hyundai **** Club dealership. We had to pay just under $500 for towing and were assured by the **** Club dealership we would be reimbursed and that it would take about 2-3 months for the cheque to be received as it needed to be approved by Hyundai Canada. 9 months later, and I still have not received the cheque. ******** calls and visits to the dealership and no result. Every time I visit I hear: "We'll call you back with an update." I got a text from the Service Manager, *********************************, on April 1st, saying: "the cheque requisition is written up and being sent out to you this week. Seen it myself." June passed and I still have not received it. Calls and messages are not getting returned. After leaving messages and not hearing back from anyone, at the of April, I spoke to ******************, another Service Manager and he said he would talk to ****** and call me back with an update. I called few times and left voicemails after that as well, but they were not returned. On June 11, 2024, finally heard from ******************, Service Manager, after reaching out to various people at the ************* location and sending the complaint email to Hyundai ******. His email response was: "I have filled out the cheque request through our accounting. I have located the original paperwork to process, i'll update you when the cheque is ready for pick-up, or we can mail it." We are July 8th and still have not heard from him even though we followed up via email 2 weeks after his initial response, June 28th.

• Initial Complaint

  Date:13/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As with the few dozen complaints against Delawri Mazda, my complaint is also about non-responsiveness to issues. I bought a car at Bank Street Mazda and had my winter tires put on there. The reason I went to the service department to put on my tires is because I am not confident in myself installing my own tires. Well lo and behold, they put my directional tires on backwards! Some incompetence right there! I drove like that for approximately 7 or 8 months, and after taking my car to another service department, they noted on my paperwork that my directional tires on backwards. When I contacted Dilawri Mazda, they did not even offer a resolution and pretty much ignore me. When I kept escalating and got to the General Manager (***********************), he was completely incompetent. Same with the Vice-President of Aftersales (*******************), and even hung up on me while I was on the phone with him bc he had nothing to discuss with me. When I tried to contact the offices at Dilawri Mazda, their staff would pick up the phone, giggle and laugh, and then hang up!I am requesting the Better Business Bureaus assistance in replacing my directional tires due to excessive wear on them while they were improperly installed. Or I would accept a refund for the winter tires. I am also requesting the Better Business Bureaus assistance in getting the contact information for *************** manager, so that I may make a formal complaint about both *********************** and *******************. I also would need to escalate this issue to ***** manager. It has been a long time of trying to come to a resolution, due to their non-responsiveness and evasion of responsibility. I will be contacting corporate office and will not stop paying to have this issue resolved (replacement winter tires or refund for my winter tires) until it is resolved. Thank you for your attention to this important matter.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Finance manager assured me that my insurance and gap paid off my previous loan but it was not and am now stuck with two car payments. Contacted him multiple times to fix he issue but he keeps saying its paid and doesn't understand why it wasnt paid. I have told him that gap and the insurance explained to me their amounts given and the only solution moving forward was to get my previous loan balance put on the new loan and the new loan said the dealership had to do it. Some days he doesnt answer my message and when he does he says he doesnt understand why they didn't pay and that hes working on it. Its about to be the 4 double payment. It is now affecting my other bills and making it impossible to afford my rent and food for my family. The old loan is 320 approximately and the new one is 470. Thats 790 bi weekly. Im currently on maternity leave and cannot make more money to pay everything. Most of our discussions are through text and can provide screenshots if needed.

• Initial Complaint

  Date:01/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a used car from bank street Mazda on 2024/01/22. Then we had an accident that the car total loss. When we tried to claim the insurance, the insurance said that the car had lien holder. Then I payed 70 dollars to buy Carfax from ********* and 20 dollars from service *******. The results said that our car does have the lien holders and the amount is ********.( The amount from ****** is same as the service *******). After that, we went back to bank street mazda and they provided us three pieces of paper. And I called *** and the bank said that it should not be that long time to update and the only thing we could do is tried to contact the previous owner. Then we went back to the bank street Mazda and they said that the previous owner did not reply and the document they provided is the official one and we could not do anything but wait. So first of all, the amount shows in ****** and service ******* is different from the amount the dealer showed so there is no any prove that all the lien are titled. And we do have the right to ask them provided the official document of the lien release form but not just the capture. We are the customer but take the responsibility though we buy the car from dealership? It is really unfair to us. Because of their fault, we cannot claim the insurance, so the only thing we could do is asking for the refund. Thank you for your attention.

• Initial Complaint

  Date:25/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a brand new vehicle from Bank Street Mitsubishi on April 12/24 with a hitch and roof rack installed. On initial inspection everything appeared completely normal with the vehicle. On April 21st I started hearing a loud creak intermittently coming from what sounded like the external rear of the car. The noise became louder and louder (metal on metal creaking) with accelerating and deceleration. We inspected the hitch and the bottom. We called Mitsubishi and the recommendation was to bring it in. We brought the car in for service at 08:00am on April 24th and were told if nothing is found to be wrong we would owe a fee of $165/hour, which they verbally said wont happen as its under warranty. We waited for a call that day and found out at 4:30pm they didnt even look at the car. We were left without a car and no offer of a resolution for that. I expressed that I was displeased with this and the service attendant assured us they would look at it first thing the next morning. I waited for a phone call, and called at 3:45pm on April 25th about an update. The attendant answered and said he needed to check on one thing and would call me back in 15 minutes. I asked if it would be ready and he said likely after 5pm. He called me back in one hour, not 15 minutes. He said The good news is they found nothing wrong, the bad news is you will owe the $190. I asked what was making this sound and he couldnt explain other than they just needed to remove the hitch attachment they installedwhich makes no sense. We went to pick up the vehicle, paid the fee for two days of them having our car and finding nothing. When we inspected the car they had completely removed the hitch attachment and clearly worked on the car beneath there. The car wreaked of cigarette smoke and had a ********* receipt in the front. There was over 50km put on the vehicle in 2 days. We reattached the hitch and there is no noise. They are being dishonest on many levelsit is unethical.

• Initial Complaint

  Date:25/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a 2014 Mazda 3 at the beginning of 2022 and the salesman Yamen proceeded to do the forced warranty scam. When I brought it up he threw a temper tantrum. I have emails from this guy proving that there was a misrepresentation of the warranty contract.

• Initial Complaint

  Date:18/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Dilawri Mazda Barrhaven regarding an unresolved issue stemming from car maintenance service provided on April 9th, 2024. I believe it is essential to bring this matter to your attention due to the dealership's failure to address the damage caused to my vehicle and provide satisfactory cus***er service.
  
  On April 9th, 2024, I entrusted my vehicle 2015 Mazda CX5 to Dilawri Mazda for routine maintenance. Upon retrieving my car, I discovered scratches on the right front, which were not present before the service. Immediately, I reported this incident to the ******* *******, ***, who assured me that they would investigate the matter and promptly get back to me with a resolution.
  
  Unfortunately, despite numerous attempts to follow up with *** and the dealership, I have received no satisfactory response or resolution to this issue. Each time I have reached out, I have been met with excuses, delays, and a lack of accountability on their part. Despite my repeated requests for the scratches to be fixed, Dilawri Mazda has failed to take any meaningful action to address the damage.
  
  As a consumer, I find this lack of responsibility and failure to uphold their obligations deeply concerning and unacceptable. I have attempted to resolve this matter directly with the dealership, but their unwillingness to acknowledge and rectify the damage has left me with no choice but to escalate this complaint to ***.
  
  I urge *** to investigate this matter thoroughly and facilitate a resolution that is fair and equitable. Specifically, I request that Dilawri Mazda be held accountable for the damage caused to my vehicle and be required to take immediate steps to rectify the situation by repairing the scratches at their expense.
  
  Thank you for your attention to this matter. I trust that *** will take appropriate action to ensure that consumers are protected and that businesses like Dilawri Mazda are held accountable for their actions.

• Initial Complaint

  Date:03/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2019 the engine failed on our 2016 Hyundai Tucson at ****** km it was then sent through corporate and the engine repair was covered and completed due to a recall in their engines from a known issue in their engines. The same exact thing is happening again but corporate is denying the claim saying we are over the ****** km limit . I have sent corporate all documents requested and the dealership sent the diagnostics which shows a knock sensor issue 4 codes in total which is exactly the same codes as the first time the engine failed. The mileage is over ****** km but not if you factor in that the engine was repaired at ****** and we have not gone ****** km since that repair was done nor have we gone the ten years. This repair was done in 2019 and they have now recalled engine parts up to 2022 models. I believe this repair they did in ********************************************************************************************* around the same amount of mileage since it was repaired at ****** km we have not gone ****** km since the first replacement was done and again it is the knock sensor engine issue I would prefer to not have to obtain a lawyer to fight something that is obviously an issue already recognized by the company and should qualify for the lifetime warranty they now have since we have not driven ****** km since the first replacement